New customer - no Broadband for two days - not funny as I work from home!
Sadly my 'introduction' to Plusnet has not been a positive one 
I have migrated my Broadband and phone twice before over the last 10 years - always a seamless experience but not this time.
I initially had understood my Broadband would be cutover on Monday and my phone on Wednesday. Nothing happened on Monday or Tuesday...
On Wednesday morning I received a text that my Phone had been migrated successfully.
I then realised I had lost Broadband in fact I did not even have a DSL connection anymore.
I work from home in IT support so you can imagine the impact that such loss of access has!
I waited till mid-afternoon, and then began the torturous process of contacting customer support. I gave up after 30 minutes of trying – thought I had the wrong number just endless excessively loud music on hold.
I have very poor mobile phone access here so I then decided I needed to find out what was going on. I drove into the nearest town with 3G to login and check my order online I was horrified to see a message saying it could take up to 5 days to activate my Broadband, that was not expected and not what is clearly stated on the welcome email I received when I signed up.
i.e. “Your current service will carry on until the switch is completed”
Back home and on the phone again, eventually after possibly an hour I got through to be told the activation was still in progress and would complete imminently. It did not, I was misled!
I needed to start thinking contigency hire a managed services office or something - not cheap!
Crawl forward 24 hours to yesterday afternoon – that equates to two working days offline and absolutely ages on hold.
I was eventually put through by customer services to someone who could see there really was a problem with the actual activation process.
He promised to look into it and call back.
I was sceptical but at 16:30 he did call back and told me he had resolved the issue, and as he was talking my router finally connected. So well done that man!
But all was not perfect I then discovered I was capped at 2MB not good at all, a 25% reduction to what I had only 2 days earlier, but at least I could get online and catch up with some contractual client paperwork I urgently needed to go through.
Fortunately today I am back at 8MB again so someone must have uncapped me over night or whatever goes on behind the scenes.
It has been a pretty unpleasant experience so far.
Lets hope at an operational level it just simply ‘works’ from now on.
I have migrated my Broadband and phone twice before over the last 10 years - always a seamless experience but not this time.
I initially had understood my Broadband would be cutover on Monday and my phone on Wednesday. Nothing happened on Monday or Tuesday...
On Wednesday morning I received a text that my Phone had been migrated successfully.
I then realised I had lost Broadband in fact I did not even have a DSL connection anymore.
I work from home in IT support so you can imagine the impact that such loss of access has!
I waited till mid-afternoon, and then began the torturous process of contacting customer support. I gave up after 30 minutes of trying – thought I had the wrong number just endless excessively loud music on hold.
I have very poor mobile phone access here so I then decided I needed to find out what was going on. I drove into the nearest town with 3G to login and check my order online I was horrified to see a message saying it could take up to 5 days to activate my Broadband, that was not expected and not what is clearly stated on the welcome email I received when I signed up.
i.e. “Your current service will carry on until the switch is completed”
Back home and on the phone again, eventually after possibly an hour I got through to be told the activation was still in progress and would complete imminently. It did not, I was misled!
I needed to start thinking contigency hire a managed services office or something - not cheap!
Crawl forward 24 hours to yesterday afternoon – that equates to two working days offline and absolutely ages on hold.
I was eventually put through by customer services to someone who could see there really was a problem with the actual activation process.
He promised to look into it and call back.
I was sceptical but at 16:30 he did call back and told me he had resolved the issue, and as he was talking my router finally connected. So well done that man!
But all was not perfect I then discovered I was capped at 2MB not good at all, a 25% reduction to what I had only 2 days earlier, but at least I could get online and catch up with some contractual client paperwork I urgently needed to go through.
Fortunately today I am back at 8MB again so someone must have uncapped me over night or whatever goes on behind the scenes.
It has been a pretty unpleasant experience so far.
Lets hope at an operational level it just simply ‘works’ from now on.
I can see there was a delay with the order but it's complete now and you're online.
Let us know if you're still having issues.
Let us know if you're still having issues.
